MECC ’18, as many of the region’s leading contact centre professionals are aware, is the leading, independent learning and networking event for the regional contact centre industry. Invited attendees this year can look forward to learning from a host of international experts exploring the latest, proven concepts and thinking in remote customer communications, customer experience […]

Enghouse Interactive, a leading developer of customer interaction management applications and Voxtron who specialise in delivering customer engagement solutions will be joining forces at this year’s Middle East Call Centre (MECC) ’18 on the 24th – 25th April. MECC is the main annual conference and event for the Call Centre industry in the Middle East […]

ETISALCOM, Bahrain’s prominent Information technology and communications (ICT) company, will be exhibiting at Middle East Contact Centre (MECC) and CX 2018 conference, the premier event for the customer experience industry in the Middle East to be held in Dubai from April 24 to 25, 2018. MECC 2018 is widely viewed as the premier regional gathering […]

Altitude Software, a global provider of omnichannel solutions to deliver great customer experiences, today announced that it is joining the Middle East Contact Centre and Customer Experience Conference to be held in Dubai from April 24 to 25, 2018. As most countries in the MENA region have embarked on a range of reforms to diversify […]

Conference delegates at MECC events always leave with lots of actionable guidance that they can refer to on their return to their place of work. MECC ’18 delegates can look forward to a similar bonus this year when a large number of the acclaimed “Experience My Brand” book will be distributed to lucky main conference […]

The annual MECC ’18 Conference is the region’s leading call centre/CX learning/guidance opportunity. It is where regional call centre professionals come (and many are annual visitors) because they are faced with:- Starting a call centre or CX initiative Looking to fix a call centre problem or dramatically improve existing performance Trying to decide whether to […]

The MECC events have always included a set of free-to-attend presentations to help attendees keep up with the latest trends and technologies. For MECC ’18, this has translated into a 1 day forum known as “CC RECHARGE” which effectively does what it says – helps you reinvigorate your tech plans in the light of the […]

These are the days when disruptive technologies, social networking and 24/7 media are shaping behaviours and expectations. It is also an age of ever-increasing business competition where mass consumerization can cause a brand to become irrelevant in an already crowded marketplace. The key source of competitive advantage has become a strong focus on delivering distinctive […]

I am old enough to have been involved in the dot.com explosion of the late 90’s. I was working at the time with PeopleSupport in Los Angeles – the first provider of eCare. The company was way ahead of its time as we offered live chat, video, email (including AI) etc. Then we implemented and […]

The “Free-To-Attend” Trends & Technologies track at MECC has always enjoyed a popular following and, based on registrations received to date, this aspect of the MECC ’18 experience looks set to enjoy another banner year. INSIGHTS cites several key reason for the track’s success. Firstly, it is the only independent contact centre event in the […]

In the last few weeks before the MECC event, INSIGHTS has the unique privilege of reviewing ahead of time what is going to the presented by the international experts at the main conference sessions. For us, it is a time of great excitement and exhilaration, mostly in anticipation of the expressions of satisfaction and realization […]

Following a successful trial last year, INSIGHTS will be expanding and enhancing its “leverage-the-latest-contact-centre-technologies” forum at MECC ’18 with a special, dedicated track coined, in reference to it’s main function, CC Recharge. The aim of CC Recharge will be to update and guide participants on the latest technologies and options impacting the contact centre/customer experience […]

It is the age of the customer where every experience counts. Companies are beginning to learn and take actions to improve their customer service to provide ease and effectiveness. However, providing exceptional experiences while still maintaining costs is a bit of a balancing act, especially given the competitive, technological and regulatory ‘change’ challenges organizations have […]

The new INSIGHTS Middle East Call Centre Awards category seeks to recognise companies and individuals who have found unique and creative ways to solve challenges they have faced in their call centre work environment, delivering verifiable value and business-enhancing results in the process. INSIGHTS has identified 22 “categories” to which it would like to receive […]

The region’s annual Middle East Call Centre event known as MECC has been scheduled for April 24 – 25, in Dubai, and regional contact centre professionals can look forward to a revamped show with a wider choice of learning options, more opportunities to participate in networking sessions and a host of new technology developments to […]

The first two sponsors for this year’s MECC ’18 event are now confirmed and several more are expected to be announced over the next few weeks. Leading Saudi Services and Solutions provider CCC (Contact Center Company) has elected to leverage MECC’s standing as the region’s top contact centre meet to highlight its impressive new facilities, […]

The annual Middle East Call Centre ’17 (MECC ’17) show takes place May 16-17, and with customers increasingly in control of the buying process, the imperative for organisations to maintain solid customer relationships has never been higher. As such the main theme for MECC ’17 is ensuring ongoing customer satisfaction. According to Dominick Keenaghan, president […]

Smart Link Contact Centers, a leading business process and contact center outsourcing provider in Saudi Arabia, today announced with Avaya, the completion of an expansion project for its contact center in the Kingdom, with the addition of 600 agent seats creating employment opportunities for Saudi citizens. The company is deploying contact center solutions from Avaya […]

When it comes to Manpower and Contact Centre Outsourcing solutions few Saudi companies can match the pedigree and credentials of Excellent Solutions Co. Established in 2004, and with offices in Riyadh, Dammam and Jeddah, Excellent Solutions (ES) has worked with many of the kingdom’s leading commercial and governmental entities such as STC, Zain, Samba, NCB, […]

Ryan Strategic Advisory is pleased to announce that Peter Ryan will be one of the keynote speakers at the upcoming Transformative Outsourcing conference, which takes place in Dubai on the 16th and 17th of May. ‘I cannot understate my excitement at participating in Transformative Outsourcing, which is likely to be the premier front-office BPO event […]

Vendor presentations have always been a part of the MECC event, and MECC ’17 is no different with an eclectic mix of sessions highlighting product upgrades, special offers and new solutions and innovations to consider. This year sees a host of the latest and best in areas such as workforce management, all-in-one call centre software, […]

As many of you commented, the recent Call Centre Outsourcing e-book entitled “How To Avoid A Bad Outsourcing” decision was a “breath of fresh air” – not only for its clarity in describing the key issues that drag down many Call Centre Outsourcing relationships in the region, but also in its simplicity for pointing the […]

The INSIGHTS Middle East Call Centre Awards ’17 Gala Dinner takes place during the Middle East Call Centre 2017 show in Dubai on May 16. Now in it’s 12th year, the competition continues to shine a light on the region’s top call centres and in particular the key personnel who are driving improvements and excellent […]

As above, the main international experts for this program have also been confirmed. In this case probably the easiest way to know what to expect is to quote some details from some of their profiles:- 1. Peter Ryan, Canada Peter Ryan, Canada Peter Ryan has been at the forefront of contact center services market advisory […]

Visitors to the Middle East Call Centre 2017 (MECC ’17) web site at www.insights-me.com/mecc can now view the profiles of the main speakers to be involved in the Main MECC ’17 conference and supporting workshops. With most of them making their Middle East debuts, delegates can expect both fresh insights, and the side benefits of […]

World-Class Speakers To Add Their Authority To MECC ’17 Conference Visitors to the Middle East Call Centre 2017 (MECC ’17) web site at www.insights-me.com/mecc can now view the profiles of the main speakers to be involved in the Main MECC ’17 conference and supporting workshops. With most of them making their Middle East debuts, delegates […]

1. Get Yourself Into A MECC ’17 Mood MECC ’17. as I hope you are aware of by now is from May 15-18 in Dubai. It’s the region’s most significant annual meeting place for call centre professionals and this year, with regional businesses continuing to catch a cold from the continuing down draught of lower […]

Achieving “Higher Customer Satisfaction” is the main regional contact centre goal. Momentum for the MECC ’17 event, the most important annual meeting for the region’s call centre professionals, continues to mount and with many show details now decided, the show web site of www.insights-me.com/mecc will start to have a much fuller look over the next […]

1. You Won’t Want To Miss This One – MECC’17 – May 16-17, Dubai. The dates for this year’s MECC ’17 event have been set as May 16/17 and, with preparations and planning now in full swing, participants can rest assured that this year’s MECC ’17 show will be both different and more impactful than […]